Abu Dhabi’s Zayed International Airport Achieves Level 3 Accreditation, Enhancing Customer Experience Initiatives
Abu Dhabi: Zayed International Airport (AUH) has recently achieved a significant milestone by securing Level 3 accreditation under the prestigious Airports Council International (ACI) Customer Experience Accreditation Programme. This noteworthy accomplishment marks a progression from the previous Level 1 and Level 2 statuses, both of which have also been renewed, highlighting the airport’s ongoing commitment to elevating the standards of customer service within the aviation sector.
Awarded in July 2025, this recognition is not merely ceremonial; it reflects a comprehensive transformation in how AUH approaches customer experience across its myriad operations. From direct interactions with passengers at check-in counters to overarching strategic initiatives, the airport has carefully woven guest experience into the very fabric of its operation.
This achievement occurs against the backdrop of a significant increase in passenger traffic, reinforcing AUH’s status as a burgeoning hub in the aviation landscape. In the first half of 2025 alone, AUH welcomed 15.5 million passengers, representing a notable 13.2% increase year-on-year. This pattern of growth has manifested as a 28.1% increase in 2024 and an astounding 44.5% jump in 2023, culminating in an impressive 17 consecutive quarters of expansion.
Elena Sorlini, Managing Director and CEO of Abu Dhabi Airports, articulated the strategic vision behind this achievement, stating, “As we expand connectivity to meet rising demand, we remain committed to elevating the guest journey. Achieving Level 3 accreditation affirms our ability to pair growth with exceptional service.” Her sentiment embodies the airport’s dedication to not only accommodating the increased footfall but also ensuring that each passenger receives a memorable experience that defines modern air travel.
The ACI Customer Experience Accreditation Programme stands as the only global framework dedicated to evaluating how effectively customer experience is integrated into airport operations and strategy. To attain Level 3 status, Zayed International Airport has engaged in several innovative initiatives lauded by ACI. These initiatives include the establishment of passenger focus groups aimed at better understanding traveller needs and behaviours, which are crucial in tailoring services to meet evolving expectations.
Another critical program involves guest shadowing initiatives, where staff members have the opportunity to immerse themselves in the traveler’s experience firsthand. This not only allows employees to identify potential areas for service enhancement but also fosters a culture of empathy and understanding within the workforce. Additionally, the airport has instituted regular “Voice of the Customer” reports, which serve as pivotal tools for enhancing inter-departmental collaboration and synergy.
Moreover, AUH has proactively collaborated with various stakeholders and service partners, reinforcing the notion that customer experience is a collective responsibility. The input from employees, partners, and, importantly, the travelers themselves plays a crucial role in shaping the passenger journey at the airport.
As international travel continues to rebound in a post-pandemic world, the commitment to outstanding customer service exemplified by Zayed International Airport is an important hallmark of the wider Gulf aviation industry. Airports throughout the region recognize that the vacation and travel experience begins with an exceptional airport environment—and AUH is positioning itself at the forefront of this philosophy.
In conclusion, the Level 3 accreditation awarded to Zayed International Airport serves as a robust testament to its strategic focus on enhancing customer satisfaction and operational excellence. With sustained growth in passenger numbers and a dedication to continually improving the travel experience, AUH is not only carving a remarkable path in the aviation sector but is also setting a benchmark for airports around the globe. As the industry moves forward, AUH’s achievements will undoubtedly inspire other airports to prioritize the passenger experience, fostering an environment where travel becomes increasingly rewarding.
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